Global Support Center Engineer EUV - Software Job in Hsinchu, Taiwan

ASML is one of the world’s leading manufacturers of chip-making equipment.

Our vision is to enable affordable microelectronics that improve the quality of life. To achieve this, our mission is to invent, develop, manufacture and service advanced technology for high-tech lithography, metrology and software solutions for the semiconductor industry.

ASML's guiding principle is continuing Moore's Law towards ever smaller, cheaper, more powerful and energy-efficient semiconductors. This results in increasingly powerful and capable electronics that enable the world to progress within a multitude of fields, including healthcare, technology, communications, energy, mobility, and entertainment.

Working at ASML
We provide the world’s top chipmakers everything they need to create better performing, cheaper semiconductor chips. Simply put: we are an industry leader supporting industry leaders.

As such, you’ll be encouraged to bring your best ideas and act on them. You’ll have the freedom, trust, and support in your field to experiment and solve complex challenges. Things are rarely dull when you’re constantly breaking new ground.

But despite our fast-paced environment at the forefront of tech, we take your work-life balance and wellbeing seriously. A business is only as good as its employees.

So join us, and you’ll be a part of a global collaboration. One that promotes creativity, the inclusion of highly diverse teams, and an exciting and dynamic work environment. Join us, and you’ll be a part of progress.

Global Support Center Engineer EUV - Software Job Description

Introduction
Are you a team player who wants to be the linking pin between problems seen at high tech customers and the solution in a multicultural environment? Then join us in our international team of technical experts. The goal is to remotely solve technical challenges, however due to complexity of our products an ASML Global Support Center (GSC) engineer often gets the opportunity to travel for problem solving at customer site (up to 30% of your time).

Job Mission
ASML produces high tech and high value products to semiconductor manufacturers. Downtime of these tools is very expensive for our customers. To minimize those costs ASML Customer Support (CS) organization is responsible to repair the systems as soon as possible. For this reason ASML ensures 24/7 support by covering 3x8 hours in 3 different continents. Each of the incidents seen at customer site are analyzed and documented to prevent similar incidents in the future.

Job Description
A role as Global Support Center (GSC) Engineer in the ASML Customer Support department consists of a diversity of tasks and responsibilities. These tasks and responsibilities are varying with the phase of system maturity which makes the job challenging:
1. NPI preparationDuring the NPI phase be assigned to the project in order to gain the required skills and knowledge to independently support field escalations. Be in charge of your own training plan and indicate what is required. Transfer and share gained skills and knowledge within WW GSC in order to establish and maintain equal Continental GSC Continental support teams. Travel onsite during introduction phase support by delivering knowledge/escalation handling to local organization.

2. Technical problem solving within competencySolving complex technical problems by remote analyzing data and creating deterministic forward looking action plans is key for a GSC Engineer. It is important to have good alignment on expectations with the local team and your other GSC colleagues worldwide within this problem solving process. Involving additional help from development engineers helps to drive fast incident resolution. On-site support is often required to solve the problem at the customer. Another important task of a GSC engineer is to manage the (technical) escalation, secure that the right data is available and provide routine updates to management and stakeholders. Next to solving a technical problem a GSC engineer is responsible to start the process to prevent the issue of happening again in future. Collaboration with the departments as CS Service Engineering is necessary to establish that goal. 

3. Knowledge proliferationSharing knowledge and expertise amongst colleagues within the GSC and with local engineers increases the efficiency of our customer service. You need to mentor trainees and deliver feedback on potential improvements. In addition identify learning by use of Incident Repeat Prevention process and make sure that proper follow-up is secured. On-site supports are always accompanied with knowledge transfers to local organization. Integrating background information in action plans is a perfect way to increase the knowledge level of the local engineers.

Software Competence (SW)
As a GSC SW engineer you will be responsible to troubleshoot & resolve issues related to equipment problems in the sub-competences Computer Systems, being hardware and software; Operating system (SUN/LINUX); Software facilities (a collection of Data Handling and Configuration Tooling); Lot Operations embedded in automation and reporting and Network components.
This requires a strong analytical skill-set combined with clear and understandable communication. Next to that it is required to have affinity with hands-on skills

Education
Master degree in technical science with connection to computer science (Computer Sciences, Process technology, etc.) or equivalent experience is desired.ExperienceKnowledge of ASML equipment on a specialized technical level is an advantage.

Personal skills
- “Get things done” mentality
- Pro-active attitude
- Strong analytical skills
-Interpersonal abilities (Can relate well to others, both colleagues and customers)
- Effective communicator in English (both oral and written)
- Customer-oriented
- Team player
- Stress resistant

Context of the position
The Customer Support Organization is responsible for the installation, qualification, repair and
maintenance of the ASML systems at our customers' sites and is responsible for the necessary transfer of know-how to the customer. Local Customer Support branches (Field Support) perform these tasks at the customers within their specific region. The Global Support Center is responsible for providing technical support to the local CS branches in order to maximize ASML tool performance. The holder of this position reports to the Group Leader Global Support Center Asia.Other informationPosition will require traveling up to 30%. Home base is Hsinchu, Taiwan.
 

Global Support Center Engineer EUV - Software Job Requirements

Master degree in technical science with connection to computer science (Computer Sciences, Process technology, etc.) or equivalent experience is desired.

Knowledge of ASML equipment on a specialized technical level is an advantage.

- “Get things done” mentality

The Customer Support Organization is responsible for the installation, qualification, repair and
maintenance of the ASML systems at our customers' sites and is responsible for the necessary transfer of know-how to the customer. Local Customer Support branches (Field Support) perform these tasks at the customers within their specific region. The Global Support Center is responsible for providing technical support to the local CS branches in order to maximize ASML tool performance. The holder of this position reports to the Group Leader Global Support Center Asia.

Global Support Center Engineer EUV - Software Summary

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